SAS IT Service Level Management: Administration and Reporting

Duration: 3.0 days
Course fee:
EPTO units: .
CEUs: 1.8

Available for on-site training or can be scheduled at any SAS training facility if demand warrants.

This course explores the concepts of service level management and the IT Infrastructure Library (ITIL) service management process, as well as the SAS IT Service Level Management implementation of those concepts.

Learn how to

explain service level management (SLM) and the basic IT Infrastructure Library (ITIL) processes for SLM
define services in the catalog
create customer contracts
process data for contracts
produce reports on contracts
execute and monitor active contracts.

Who should attend

Ideally, both the IT service level management system administrator and the contract administrator from a single organization

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Prerequisites

Before attending this course, you should

understand the types of IT services and customers at your site
complete the SAS IT Resource Management: Administration and Batch Reporting class or have equivalent SAS IT Resource Management experience.

Course Contents

Introducing Service Level Management

understanding service level management
service level agreements
introduction to the IT Infrastructure Library (ITIL)

Introducing SAS IT Service Level Management

introduction to SAS IT Service Level Management
the environment
understanding how SAS IT Service Level Management works
creating SAS IT Service Level Management reports

Understanding Your Services

introduction to planning principles
creating and using components and services
creating and using data source PDB objects
specifying the availability measures and the resources
specifying the availability indicators
creating and using test contracts
ETL and reports about availability indicators
specifying indicator-based targets for availability
producing and viewing reports about availability targets

Understanding Your Services in More Depth

using multiple resources versus multiple components
creating and using service level agreements (SLAs)
creating and using servicing contacts
using the response time, throughput, and custom objectives
creating and using range sets
using score-based targets and indicators
using composite objectives

Setting Up Contracts

introduction to implementation principles
creating customer and provider contacts
creating and activating a contract and specifying the customer and provider
using SLAs in the contract
specifying date filters
specifying scheduled outages
adding contractual data and notes
producing the full set of service level reports
creating and running batch jobs

An ITSLM Contract Case Study

planning and implementing a new service contract

Executing and Monitoring Contracts

introduction to execution and continuous improvement principles
looking closely at the contract database (CDB)
handling unscheduled outages
checking the job logs, reports, and researching questions
updating the contract
updating the service level reports

Advanced Topics

creating custom code for indicators
using event data
presenting more information about weighted means

Software

This course addresses SAS IT Management Solutions.

Course Materials

Students receive a hardcopy of the course notes and, in some courses, can choose to take home a copy of the course data.

Share Your Thoughts

Are there additional topics you'd like for this course to address? Would you like for this course to be offered at another training facility? Let us know by adding to our Interest List.

Course fee and EPTO units will differ for on-site training.

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